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Software Support CSR
Ref No.: 18-00896
Location: Florence, South Carolina
Position Type:Contract
Start Date: 03/12/2018
Drug Screen Yes Background Checks Yes
Position Description ****ONLY CANDIDATES THAT MEET THE EQUIPMENT REQUIREMENTS (DETAILS BELOW) AND HAVE TAKEN THE ASSESSMENT CAN BE SUBMITTED FOR THIS ROLE****** Please check attachment also*****. Software Support Customer Service Representative Work At Home- JOB DESCRIPTION • This is a customer facing position providing technical support to Tax Software Customers for PCG (professional version of TurboTax). • Application of defined practices, procedures and company policies to triage, troubleshoot, resolve issues and address routine customer questions and/or concerns. • Actively contributes to the knowledge base content by linking, flagging and recommending updates. • Routine customer interactions using a computer, while communicating with multiple customers concurrently or handling multiple tasks (spoken and written). • Clear articulation of the differences between tax software product types and pricing models. • Utilize and leverage toolkits to seek out and deliver the right answer to the customer. • Document what they've done to help the customer and properly escalate issues that do not have a known resolution. • Assists customers with basic PC navigation including downloads, saving files, program installation, folder / directory navigation, customer account passwords and data. • Problem solving utilizing numerical, abstract and verbal reasoning skills.
Skills Required Required: • High school diploma or GED required; Some college preferred • Ability to understand and apply knowledge of policies, process, procedures, confidentiality, business ethics, transaction flow, transaction scripts and documentation requirements. • Ability to download products / applications using various browsers (MS Internet Explorer, Mozilla Firefox, Google Chrome, Safari, etc.) • Familiarity with operating systems including Windows OS versions, Mac OS versions, Mobile OS versions (Android and iOS), etc. • Ability to research, navigate and locate answers from webpages and resources independently. • Ability to install / uninstall applications in Windows / MAC • Ability to type using proper grammar at a rate of at least 25 words per minute • Ability to align communication styles with customers and display deep customer empathy • Ability to communicate through written and verbal communication • Experience with desktop and/or online software and/or tax software troubleshooting. • MUST BE VIDEO READY (MUST be prepared to be on Webcam - No facial tattoos or piercings, etc.)
Skills Preferred Preferred: • Call Center experience, assisting customers with issues via phone, chat and email. • 1(+) year of experience troubleshooting hardware and software. • Ability to enable/disable antivirus, firewall and antispyware. • Have used tax software in the past or have prepared own taxes; familiar with tax terminology • Proven track record solving complex customer problems utilizing deep customer empathy in conjunction with numerical, abstract and verbal reasoning skills. • Provide a professional image that instills confidence in our customers. • Agents should have the skills to provide excellent service while looking professional
Experience Required .
Experience Preferred
Education Required .
Education Preferred
Additional Information Training starting February 19. Employee can choose to attend the AM or PM training remotely. AM training hours: 7am-3:30pm EST/Sat and Sun off for training PM training hours: 4pm-12:30am EST/Sat and Sun off for training Hours of operation: 8:00 am to 8:00 pm – Schedule will be provided following training Meet and Greet with Concentrix Recruiter: Over the phone 20 minutes to be scheduled the week of February 12th through the 16th. Project Duration: No end date/continuous Dress Code All employees must wear a plain white polo shirt. SmartLook Video Checklist (If unsure whether you are video appropriate, check with a manager before going on camera.) Clothes Assessment Link: Below are the minimum required passing scores for the Moodle Assessments: 1 Customer Service Assessment 71% 2 Internet Basics 75% 3 Typing Test (1 Minute) 25 WPM 4 Tech Assessment 72%